---
title: "Follow-up requests"
description: "Visitors can leave their details — on by default, off in one tap."
source: https://hiy.ai/docs/follow-ups
---

# Follow-up requests

Your twin can invite visitors to leave contact details so you can reply personally. **A new twin asks after a couple of messages, for an email only** — and turning it off is one tap in Voice & rules.

If your twin already existed, nothing changed underneath you: a twin that was already live keeps whatever it had, and we ask you once, in your dashboard, rather than deciding for you.

Configure it in **Voice & rules → Follow-up requests**.

## When it asks

- **Never** — Your twin only ever chats.

- **After a few messages** — Once a conversation is genuinely going.

- **When it can't answer** — The moment someone most wants a human, and the highest-intent moment in any conversation.

- **Both** — Whichever comes first.

## What it asks for

Name, email, and/or phone. At least one way to actually reach the person is always kept, and the card only ever collects the fields you chose — nothing else is stored, even if a request tries.

## It's never a gate

The card is dismissible, and the conversation carries on either way. Visitors are told plainly that the details are only used to reply. A twin that holds answers hostage for an email address isn't the product we're building.

## Agents that never ask

**Support Agents and Team Agents don't ask for contact details at all**, and the setting can't change that. A Support Agent's contact path is the handoff — when it can't answer, a person takes over and the visitor leaves their details right there, which is a different thing from collecting a list. A Team Agent answers colleagues who already know how to reach you.

So on those two kinds of agent the switch is a ceiling you can't lift: leaving it on changes nothing, and no card appears in a conversation — on the agent's own page or in an embed on your site alike. Handoff is unaffected, and so is anything already in your People tab: details someone left in the past stay yours.

**The two kinds fill their list differently, and the page says which you are on.** A Support Agent's **Inbox** fills from handoffs: when the agent can't answer, the conversation is handed to you and lands there, whatever the follow-up switch says. A **Team Agent's People page is empty by design** — it never asks colleagues for contact details, and its handover happens in words inside the conversation rather than as a row. So its empty state says that, and doesn't point you at a switch that would change nothing. It also doesn't send you to Activity: a Team Agent has no Activity page, because [we keep no per-person trail of your colleagues](/trust).

## Twins that were already live

If your twin was live before this changed, nothing was switched on underneath it. Starting to ask a live twin's visitors for an email because we changed a default is your decision to make, not ours — so we ask you once, on your dashboard, and whatever you answer is what happens. "Keep it off" is a real answer, and the question doesn't come back.

Draft twins that had never held a conversation were switched on, because nobody could have been asked anything yet — and you see what will happen on the publish screen before anyone can be.

## Where they land

The **People** tab: who asked, what they were asking about at the time, and when. Export the list as CSV, or delete anyone from it — it's your list.

Tapping a name opens their details. On a wide screen that is a column beside the list; on a phone it is a panel over it, and while it is open the list behind stays where you left it rather than scrolling under your finger. Escape or the **✕** closes it and puts you back on the row you came from.

Each row also opens the exchange it came from, so you can read what they actually asked before you reply — see [Where a lead came from](/docs/conversations).

## Beyond a name, an email and a phone number

If your agent has a **collect details** action switched on, it can also gather the specific things you need to help someone: an order number, which environment they're on, the version they're running. Up to six of them, each with a type.

You declare one on the **Actions** page in your dashboard: **Add an action**, choose *Collect details*, name it, write the sentence your agent reads to decide when to use it, and list what to ask for. It is created switched off, and stays off until you switch it on. See [Actions](/docs/actions) for what each kind does.

They show up on the person's row in your People tab, under what they asked about.

Two rules worth knowing, because they decide what you can trust on that row:

- **A value somebody didn't give is blank, never guessed.** If you offer *Production* and *Staging* and they type something else, nothing at all is recorded for that field. Your agent does not decide which one they probably meant — a guessed order number reads exactly like one somebody actually gave you, and you would act on it.
- **Details never replace a way to reach someone.** A row still needs an email or a phone number. An order number and no contact is a question nobody can answer.

Anything you never asked for is dropped before it reaches the row, the same rule the contact card already follows: only the fields you chose are kept, even if a request tries.

## Saying where someone stands

Every row carries a status you set: **New**, **Replied**, **Booked**, **Won**, or **Closed**. Filter the list by any of them, and the count beside each filter tells you how many are there.

These are **your** marks, not hiy's findings. hiy can see that someone clicked your booking link; it cannot see whether the call happened, and it will never promote someone to Booked because they clicked something. Same rule as everywhere else here: it reports what it observed, and you say what it meant.

Two details worth knowing:

- **Moving a status never counts as the person coming back.** If someone fills in your form a second time the row says *asked again* — and marking them Replied doesn't overwrite that.
- **On a Support Agent the words change**, because the vocabulary has to stay true in an inbox: New reads as *Waiting*, and Booked and Won aren't offered at all. A handled question isn't a sale.